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niki_olmstead
niki_olmstead
Contributor ⭐️⭐️⭐️
February 13, 2018
New Idea

Report on the Absence of Timeline Activities

  • February 13, 2018
  • 13 replies
  • 445 views
My team has recently gone through a coverage model change where they now have new-to-them account that may not have had a CSM before. I was tasked with providing them with a report on customers who have not had an activity logged on their timeline since we adopted Gainsight. I understand the absence of data is tricky to report on, so what I ended up doing was exporting a report on all timeline activities and one on all customers and got the info I was looking for in excel. Ideally, I'd be able to do so in Gainsight, which would enable me to:

- Coach my team on Timeline if activities should be present.
- Provide them with information on which accounts have not been engaged by a CSM and should be prioritized.
- Help me keep our records clean by giving me visibility into inactive, duplicate or incorrect Customers. 

    13 replies

    Show previous replies
    Wayne
    Expert ⭐️
    May 12, 2021

    The ideal solution is to fetch the last timeline date from Activity timeline and push it to the Company/Relationship Object. 

     

    It is essentially just fetching the corresponding object GSID and the max activity date and then loading.

     

    Why is this the optimal solution? This is a common request for a lot of questions. This now gives you the ability to utilize it easily in CTAs/Rules and additionally it gives you the ability to add it to reports on dashboards so CSMs/Managers can easily see who is being neglected as well give the ability to add last timeline entry to the Summary section giving Execs a quick snapshot of last time someone talked to them.

    Ashadloo
    Ashadloo
    Contributor ⭐️⭐️
    May 13, 2021

    The ideal solution is to fetch the last timeline date from Activity timeline and push it to the Company/Relationship Object. 

     

    It is essentially just fetching the corresponding object GSID and the max activity date and then loading.

     

    Why is this the optimal solution? This is a common request for a lot of questions. This now gives you the ability to utilize it easily in CTAs/Rules and additionally it gives you the ability to add it to reports on dashboards so CSMs/Managers can easily see who is being neglected as well give the ability to add last timeline entry to the Summary section giving Execs a quick snapshot of last time someone talked to them.


    Thanks Wayne! Saving this info for later!

     

    Ended up creating a merge in Data Designer to create a report with null values within the designated timeframe and seemed to do the trick for a temporary fix.

      andorfuhrer
      andorfuhrer
      Helper ⭐️
      May 13, 2021

       we had the same issue and what we did was create a new MDA table via DD that allows us to see 0 timeline entries.  We then surfaced this count of timeline entries on the CSMs book of business report so when they see all their assigned accounts, they can see which ones have had no engagement.

      AF
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